Workflow Analyst Contact Centre Operations
16 days ago
Edinburgh
Description Are you looking for your next career opportunity in real time or workflow analysis within a busy contact centre environment Here at Chase the Workforce Planning team provide workforce products technologies scheduling forecasting and real time support for our Contact and Back-Office Centres. As a Workflow Analyst - Contact Centre Operations within our Daily Banking Fraud and Banking Operations Departments you will be responsible for the real time monitoring and day-to-day service levels across back-office workloads. Job Responsibilities: • Oversee case allocation across business journeys for efficient distribution and handling., • Analyse back-office case work and manage resources to meet service levels., • Ensure adherence to service level agreements and manage disruptions., • Provide Tier 1 troubleshooting for business interruptions and escalate issues as needed., • Facilitate daily status calls with stakeholders to update on performance and address concerns., • Serve as a liaison between teams for alignment and informed decision-making., • Contribute to strategic planning with insights and recommendations for continuous improvement., • Communicate and implement changes with call center management., • Complete real-time segment entry and analyse incoming requests to uphold service standards., • Knowledge of Banking Operations or Fraud Call Centre Operations and Contact Centre Metrics, • Strength in quantitative analysis critical thinking problem solving and innovation, • Highly detail oriented ability to work on multiple projects/tasks simultaneously manage time and prioritize to complete a project/task, • Comfortable with a fluid business environment changing job priorities and working with colleagues and stakeholders at all levels both within and outside the organisation, • Ability to work in a consistently fast-paced high-volume environment with the ability to work independently and in a group, • High proficiency in Microsoft Office products (Excel Work PowerPoint etc.), • Proficiency with Workforce Management scheduling software or equivalent, • Experience with Back office in day work allocation, • Strong collaboration communication and presentation skills #ICBCareer Required Experience: IC Key Skills Fashion Retail,Academics,CFA,Audio Visual,Concrete Pump,Event Marketing Employment Type : Full-Time Department / Functional Area: Operations Experience: years Vacancy: 1